Senior Customer Success Manager

• We are looking for a Senior Customer Success Manager, Enterprise, to drive adoption and maximize the value of the Yext platform with a strong commitment to learning
• You will be responsible for partnering with enterprise customers, understanding their priorities and pain points, and ensuring that they optimize their Yext investment
• CSMs play an integral role in our business, working closely with sales, solution engineers, product management, and GTM teams
• Manage a portfolio of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction
• Be a trusted Partner:
• Build and maintain strong relationships with Yext customers, serving as their primary point of contact for all post-sales activities
• Work with Yext Support, Product Management, Services, and GTM teams to share customer feedback and act as an internal advocate for our customers
• Be an expert on the Yext platform and products
• Drive Adoption and Optimization:
• Partner with customers to develop and execute strategic success plans, aligning Yext solutions with their business objectives and goals
• Conduct regular reviews, provide progress updates related to reactive issues and proactive customer initiatives, and demonstrate the value of Yext products and services
• Deliver Industry Insights and Yext Product Expertise:
• Stay up to date with industry trends and best practices and share insights and recommendations with customers
• Share product roadmap with customers, provide guidance on how new Yext features and offerings align with customer’s business objectives and help with achieving KPIs
• Identify Opportunities for Growth:
• Analyzing customer data to identify upsell & cross sell opportunities
• Collaborate with Sales and Solution Engineering to pursue growth opportunities
• Renewals & Risk Management:
• Demonstrate keen situational awareness, adept at deciphering subtle cues and anticipating potential risks ahead of time, taking preemptive measures to mitigate them effectively. Above and beyond attitude to restore and maintain positive sentiment
• Collaborate with Sales on renewals strategy and plans, leveraging customer analytics and metrics to maintain outlined retention goals
• Provide accurate renewals forecast

Benefits

• Comprehensive Benefits Programme: Our top priority is maintaining our employees’ and their families’ health and well-being. We offer a robust benefits program, including top-quality health insurance (medical, dental, and vision), paid parental leave, a 401(k) with a match or retirement pension plan, equity, commuter benefits, and more
• Invested in Your Wellbeing: In addition to our top-tier benefits, we offer a holistic wellness program with physical and mental health perks that go beyond the basics. A few employee-favorite perks are our premium, no-cost Calm subscription for relaxation and mindfulness and monthly ClassPass credits for everything from workouts to wellness experiences (cold plunge or massage, anyone?). Run out of credits? No sweat — you can snag more at a discounted rate!
• Collaborative Workspaces: Yext has workspaces in some of the world’s greatest cities — from our HQ in New York City to those in Budapest, Greater Washington DC, Hyderabad, London, and Paris. Many teams follow a hybrid work model, giving employees the flexibility to work remotely while also connecting in person at any of our offices. These modern, vibrant spaces are designed for collaboration, fostering the spontaneous interactions and knowledge-sharing that define our global culture.
• Stay Informed: Our leadership team prioritizes transparency at every level, keeping employees informed through newsletters, regular updates, and quarterly company-wide meetings. These forums dive into industry trends, celebrate wins, break down post-earnings results, and outline what’s ahead.
• Life-Work Balance: We’re all about working hard and having fun, but we know there’s no pause button when the workday ends. Our employees wear many hats — parents, caregivers, mentors, volunteers, and more — and we’re dedicated to helping blend the best of both worlds. That’s why we offer flexible vacation, paid holidays, and sick days, giving you the time to recharge and focus on what matters most with the people you love most.
• Upward Mobility: Career growth isn’t just encouraged at Yext — it’s a priority. With internal mobility at the heart of our culture, over 20% of our hires in 2024 came from within! Through our Upward Mobility program, we invest in our people by providing opportunities to explore new roles, expand skills, and take on fresh challenges. Whether you’re looking to grow in your current role or take your career in a new direction, we’re here to support your journey every step of the way.

• Experience with subscription GTM approaches for customer success management and renewals
• Proven ability to manage a book of business with high gross retention & predictability
• Strategic thinker with strong analytical and problem-solving skills, the ability to anticipate customer needs, and the ability to develop tailored solutions to meet them
• Customer-centric mindset - put the customer’s needs first, actively seek feedback, and continuously strive to improve the customer’s experience with the product or service
• Strong ability to develop insights from performance data and present a value story to key stakeholders
• Outstanding interpersonal and communication skills, with the ability to engage and influence customers and partners at all levels
• Familiarity with different listings networks such as Google, Apple, and Facebook and experience with marketing strategies for multi-location businesses
• BA/BS degree in Sales, Business, Marketing, or Computer Science preferred
• Adaptability and flexibility mindset
• Familiarity with Challenger Sales Methodology is a huge plus
• A minimum of 7 years of experience in a strategic CSM role with a proven track record of managing enterprise-level customers
• Knowledge of digital marketing technologies - social media marketing platforms, digital experience platforms, reputation management, customer experience platforms, marketing performance management
• Work experience in organic search/ local SEO within digital media preferred
• Strong negotiation, influencing, and closing skills
• Solid project management skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment